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Customer got the wrong item: how to reply

When a customer gets the wrong item, confirm what arrived first. Apologize once, then send the replacement or refund path in the same reply. Ask for a photo only if you need it to file the claim, and don't make the customer ship the wrong item back before you've given them a choice.

Confirm what arrived

Ask for the item name and the variant, plus a photo of the parcel label if you don't already have them. Compare that with the picking list for the order. A wrong variant and a wrong product are different mistakes, and the fix can differ.

If the customer received another customer's parcel, treat it as a privacy problem as well as a shipping problem. Ask them to keep the parcel closed and tell the owner before you promise anything.

Choose replacement or refund before you reply

Decide which options you can offer and put them in the first reply. If the item is still in stock, a replacement is usually the quickest fix. If it isn't, say so and offer a refund or a substitute.

Don't ask the customer to return the wrong item first unless the value makes it necessary. A return that depends on the customer's time adds days to a problem they didn't cause.

Handle the return label in the same thread

If you need the item back, attach the label or the link in the same email as the apology. Say whether the label is prepaid and where to drop the parcel. If the customer should keep the wrong item, say that plainly so they don't wait for a return instruction.

Give one date for the replacement dispatch. If the replacement depends on stock arriving, say when you'll know and what happens if it doesn't.

Copy-paste reply templates

Wrong variant sent

Hi [first name],

I'm sorry [order number] arrived in [wrong variant] instead of [correct variant]. That's our picking error, not yours.

I can send the right one today, or refund [amount] if you'd rather not wait. You can keep the wrong item; no return is needed.

Tell me which you'd prefer and I'll confirm by [time].

Thanks,
[your name]

Someone else's order arrived

Hi [first name],

I'm sorry the parcel you opened isn't yours. Please keep the contents together and don't share the paperwork inside, because it belongs to another customer.

I'll send your correct order today with [carrier], tracking [tracking link], and arrange a prepaid label for the parcel you received. Reply with a pickup time that suits you.

Thanks,
[your name]

Wrong item and the correct one is out of stock

Hi [first name],

I'm sorry [order number] arrived with [wrong item] instead of [correct item]. The correct one is out of stock until [date].

I can refund [amount] now, send a substitute, or hold the replacement for [date]. Tell me which you'd like and I'll sort it today.

Thanks,
[your name]

When to escalate to the owner

  • A refund above the amount you set as the inbox cap.
  • A parcel that contains another customer's name, address or invoice.
  • A claim that the wrong item is unsafe or caused an injury.
  • A legal threat or a chargeback warning.
  • A customer who has received the wrong item twice.

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